Specialized UK - Dorking

Jamie G.

Poor Quality Carbon Frames & Disappointing Customer Service

Over the past four years, our family has owned six Specialized carbon mountain bikes: two S-Works Enduros, two S-Works Stumpjumper Evos, one Enduro Elite, and my wife still rides a carbon Turbo Levo. We’ve had issues before—such as linkage problems on one Enduro, which Specialized eventually resolved under warranty—but our latest experience has been far more frustrating.

We recently discovered a crack around the upper headset cup of my wife’s three-year-old S3 S-Works Enduro. This is a known manufacturing defect in a specific batch of Enduros, something Specialized itself has acknowledged. However, because the bike is outside the second-owner two-year warranty period, Specialized refused to offer any meaningful support. Given that this is a recognised defect, unrelated to misuse or an accident, I expected at least an effort to help repair the frame to a serviceable standard. Instead, they offered a mere 20% discount on a new £4,000 frame—something you can often find for less at retailers anyway.

This experience has made it clear to me that Specialized does not stand behind their carbon frames beyond the bare minimum warranty period. Even when they acknowledge a manufacturing flaw, they seem unwilling to support loyal customers unless they are the original owner. Having dealt with other brands—Santa Cruz, Rocky Mountain, and Trek—I know firsthand that this doesn’t have to be the norm. These companies take a much more practical and customer-friendly approach when addressing frame defects.

Ben H.

Putchased some Specialized shoes for mailorder off this store, the shoes are fantastic, really pleased. However the service was appalling, the man my mother spoke to wasn’t at all helpful and spoke very condescending towards her, she wishes they were in stock somewhere else as it certainly put her off using their service again.

Jon N.

I recently had a few issues with my Turbo Levo (full fat) dragged on for a while anyway - Specialized remedied the situation quickly and without fuss! great service. now Im enjoying my new SL! many thanks.

Alan S.

These folk are producing excellent bikes that are widely regarded across the globe, having owned several over the years (rockhopper, allez elite, P3) I'd return to use them again.

First class service too!

JEB

Zoe W.

Emerson B.